It Help Desk Support Technician Ii

Job Summary

The IT Help Desk Support Technician II is the first point of contact for users seeking technical assistance from the IT Department.  The IT Coordinator’s responsibility is to provide technical assistance for incoming phone calls, instant messages, and tickets related to PC hardware and software, printers, and application support.  The desirable candidate is professional with a customer service focus, organized, works with a sense of urgency, and communicates clearly and effectively both with customers and co-workers. The force that propels Matrix Service Company to success is our employees, who proudly abide by the following system of honest, practical core values that guide internal and external operations.

Essential Functions

• Actively supports the Company’s commitment to safety and its “Core Values”.
• Represents the Company at all times with high moral standards while adhering to the Company’s “Code of Business Conduct and Ethics”.
• Engages with customers to gather basic information and perform initial troubleshooting on service requests and incident reports through phone calls or instant messages.
• Trouble shoots computer hardware and software including installation, repair, and upgrade of PC’s including printers, phones, and other forms of electronic communication.  
• Utilizes our service desk management system to document and track all activity and escalate unresolved requests to the next level of support.
• Follows up with customers to inquire more detail, set expectations or to ensure issue has been resolved to customer’s satisfaction.
• Ensures proper recording, documentation and closure of requests, while completing assignments according to established quality measures with detail and accuracy.
• Assists users in using technologies that are already in place.
• Handles routine tasks independently and perform other duties as assigned.

Qualifications

• Associate’s degree in Computer Science or other related area, or equivalent job-related experience/knowledge skills and abilities.
• 1 – 2 years of related experience.
• Maintains positive working relationships with associates. Fits well within the organizational culture for interacting with others. Possesses good interpersonal skills.
• Customer-service focused and friendly.
• Effective communication skills (written and verbal) with attention to detail and accuracy of documentation
• Possesses a positive attitude in meeting objectives.
• Working knowledge of Microsoft Suite products (Windows, Outlook, Word, Excel, PowerPoint) .
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Learn and adapt quickly, work and remain calm under pressure

Physical/Special Requirements:

• Core work hours could be 7-4, 8-5, or 9-6 to ensure coverage for all the time zones we span.
• Lunches and breaks will be staggered and coordinated between Customer Care staff.
• This position will require working outside of normal business hours upon occasion.
• Occasional travel may be required.

Full-time employees are offered a comprehensive benefits package, including medical, dental and vision plans covering eligible employees and dependents, disability benefits, life and AD&D insurance, an employee assistance program (EAP), a 401(k) plan with company match, an employee stock purchase plan (ESPP), a robust wellness program and adoption assistance. Some employees may also be eligible for paid time off, tuition reimbursement and a performance or safety bonus program.

At Matrix, we are dedicated to building a diverse, inclusive, and authentic workplace. We encourage all whose experience aligns with the listed qualifications to apply and explore joining our organization. 

EEO/M/F/Disability/Vets/Affirmative Action Employer

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, genetic information, marital status, disability, veteran status, or other legally protected characteristic or category.

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